Pros
Good pay and benefits Holidays are not required. You can volunteer for holidays but it could still be possible to be drafted if not enough people volunteer and you haven't worked a holiday. Responded quickly to covid and changed how the business was run (I worked in the call center)
Kontras
The company will side with customers over you 100% of the time even if the customer is rude and demeaning. Call center representatives keep getting additional duties added to their jobs without additional pay (most of the time) There are never enough supervisors available to respond to questions during a call. Regular representatives (solutions specialists) are expected to take escalations instead of supervisors. Surveys for calls can not be disputed- an angry customer giving you a bad review can impact your statistics tremendously. Very difficult to get vacation time approved. There is never enough hours allocated for each day so you end up only being able to take a few hours here and there instead of days at a time and never expect there to be enough hours available to take a whole week off at a time.